Reports

Instructions for Reports Console Users Migrating to eGain Solve 21

After updating from v17 to v21, users may have noticed that the Reports Console has been replaced by eGain Analytics. All the data that could be viewed in Reports is now available to be viewed in Analytics, using a more responsive and configurable interface. More information can be found in the Analytics help.

eGain Analytics is a contact center management and reporting application designed to work with the rest of the eGain suite of applications as well as other leading contact center systems. Analytics imports and aggregates data from these sources in order to provide management visibility and insight. It allows business users to access this data via a user-friendly self-service portal that includes standard best practice reports and dashboards out of the box, as well as the ability for users to easily create their own reports and dashboards without requiring any technical skills. 

Reporting tools enable users to report on their contact center resources, including the ability to define and customize reports from a wide range of predefined report models, and to configure report layouts so the reports they use regularly are instantly available.

Reporting tools within eGain Analytics

Users can visit the Analytics help for more information on what Report capabilities are possible. This includes information on the following:

• Running and Viewing Reports
• Report Builder
• Managing Reports
• Parameter Sets
• Report Schedules